Zendesk Suite
ZendeskExternal reviews
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ZenDesk: an excellent tool for live chatting
What do you like best about the product?
My favorite part about using Zendesk is how simple it is for myself to use and interact with my customers. There is never a time that I am in the dark about whether a customer has responded. It integrates well with our proprietary CRM software as wel.
What do you dislike about the product?
Personally, the customer experience could be improved. My company primarily deals with older folks who are unaware that you need to press enter to chat. There is no option to add a send button to the user side of Zendesk.
What problems is the product solving and how is that benefiting you?
We use Zendesk for providing customer support. We are able to integrate it into our application as well as use it on our website. Since we are in telecommunications, it provides a route for our customers to chat with us that cannot place phone calls because their phone is not working. It also assists in generating leads as a customer may be more likely to chat at first rather than call for help as there is less commitment with talking to someone in chat rather than over the phone.
Easy and Modern Ticket-based Call center Support
What do you like best about the product?
Zendesk Support is extremely simple, flexible, affordable, and has a ton of add ons. It can support our customers through multiple platforms, phone, email, social media, & both us and customers have unified records of all their support interactions with us no matter how they choose to contact.
What do you dislike about the product?
There is really nothing bad about Zendesk Support, the only thing that could be better is if it was easier to create tickets from phone calls for our call center employees. But since everything is manually entered there is not a lot that could make it easier.
What problems is the product solving and how is that benefiting you?
Zendesk Support has allowed us to unify support from all channels, making it easier for customers to reach out to us, and for us to manage customer tickets all in one place. Our call center and support operations have been optimized and metrics are better thanks to Zendesk's ease of use.
Recommendations to others considering the product:
If you are looking for a modern, cloud hosted, stable and easy to use ticketing and support platform, Zendesk Support is inexpensive and will improve your customer support operations immensely.
Serves a Great Purpose
What do you like best about the product?
Efficient ticket creation for internal.
What do you dislike about the product?
The design and layout doesn’t look modern
What problems is the product solving and how is that benefiting you?
Able to keep track of previous internal and external tickets in case we have to go back and do research.
Recommendations to others considering the product:
Utilize all tools Zendesk has to offer and their tech support for issues - - don’t try to figure it out on your own.
Very pratical !
What do you like best about the product?
The most helpful in Zendesk is the simplicity of use, the ergonomy of this solution too.
I think is the best solution for your company in terms of customer service. When a customer contact the customer service, he's immediatly supported by your team dedicated to customer service.
Thanks to the Q&A section provided by Zendesk, the customer is able to find all the answers about the product. Most of the time, when a customer reach us, we redirect him to the Q&A section because his question already have an answer.
I think is the best solution for your company in terms of customer service. When a customer contact the customer service, he's immediatly supported by your team dedicated to customer service.
Thanks to the Q&A section provided by Zendesk, the customer is able to find all the answers about the product. Most of the time, when a customer reach us, we redirect him to the Q&A section because his question already have an answer.
What do you dislike about the product?
Until now, I didn't find any donwside for this solution. Zendesk help me to even improve my knowledge about the product that my company is selling tanks to the Q&A.
The thing about it who can be improve, I think, is the possibility to synchronize it with the CRM I use on a daily basis. It can be problematic when all the info about a customer isn't reunited in one and only "spot" because all of the users don't have the reflex to check if the customer have reach your plateform via Zendesk.
The thing about it who can be improve, I think, is the possibility to synchronize it with the CRM I use on a daily basis. It can be problematic when all the info about a customer isn't reunited in one and only "spot" because all of the users don't have the reflex to check if the customer have reach your plateform via Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk as become essential on a day to day basis. I can provide help to my customers and share informations with them in one or maybe two clicks.
Recommendations to others considering the product:
My recommendations about this solution is simply to try it ! You'll see, it's very ergonomic, simple of use for your employees and even more for your customers !
Easy way to manage tickets!
What do you like best about the product?
All of the tickets are color coded depending on if they're new, open, or closed which is really helpful. I am able to communicate effectively with both our customers (external tickets) or our engineers (internal tickets).
What do you dislike about the product?
So far I have not found anything that I dislike about the software, yet I have only been using it for a short time.
What problems is the product solving and how is that benefiting you?
We are solving issues that the customers have with our software in particular. They submit a ticket through Zendesk and it goes to the person on our Product Support team that is the primary specialist on that customer. We then attempt to solve the bug ourselves, and if we can't we submit it to our internal engineers to write a script to fix the bug.
Stress free Zen
What do you like best about the product?
Zen desk is a simple product for tracking and assisting clients. The live chat and messaging is great for supporting clientele.
What do you dislike about the product?
I honestly do not dislike anything about zendesk because it has helped me ensure my guests are always satisfied.
What problems is the product solving and how is that benefiting you?
Problems are dealt with immediately with fast, live help. Reliability 24/7 has been the number 1 benefit.
Recommendations to others considering the product:
I advise you to try the free trial of zendesk and you will see it is simple, effective and user friendly.
Helpful to share your knowledge base with customers
What do you like best about the product?
Easy to edit, no coding experience needed, simple to see what pages are published/in draft etc
What do you dislike about the product?
I don’t love the set up of how it appears on the actual site. I wish I could customize that
What problems is the product solving and how is that benefiting you?
Solving : having customers know our faq
Benefits: less email and chat questions
Benefits: less email and chat questions
Easy to Use
What do you like best about the product?
Zendesk is so easy to use and makes connecting with our customers so easy.
What do you dislike about the product?
There isn't really anything to dislike! As long as you know how to use the software, it will help you support your customers.
What problems is the product solving and how is that benefiting you?
We receive emails from our customers and are able to be notified in different mediums because of the integrations. We can respond to our customers directly in Zendesk to keep all information in one place.
Easy support system!
What do you like best about the product?
It is easy compiled together to keep track who customer tickets, and set statuses.
What do you dislike about the product?
Only thing I can think of is some text variation, more clear bold font.
What problems is the product solving and how is that benefiting you?
Making sure we can get to customer's inquiries in a timely manner. Helps keep a compile database for statistics to make sure we are staying on pace!
Recommendations to others considering the product:
Use it! Easy to use and helps your customers receive great responses.
A Smooth & Steady Customer-focused platform for the long haul
What do you like best about the product?
I love the flexibility of Zendesk the most. There really hasn't been something that we haven't been able to do yet. Essentially, the tool allows us to stay ahead of business needs in supporting our customers. This is done with things like multi-tenant and multi-lingual support inside of a single platform. The workflow options are sophisticated and with the proper planning you can support a wide array of ticket flows.
We've been able to go from a single team of less than five people to 75+ people using Zendesk at the company. The investment they make in the product is visible and has allowed us to "enjoy" the tool over time as it keeps growing with the times so to speak.
The integration with GoodData is legit and allows deep insights into the performance of your team and workflows. Key component of the application.
We've been able to go from a single team of less than five people to 75+ people using Zendesk at the company. The investment they make in the product is visible and has allowed us to "enjoy" the tool over time as it keeps growing with the times so to speak.
The integration with GoodData is legit and allows deep insights into the performance of your team and workflows. Key component of the application.
What do you dislike about the product?
There are few items that I don't like about the product but those are mainly centered around the price point in which we're currently at. It would be good to have a bit better options for ticket statuses and flexibility on the spacing of the UI ( I would love a compact mode).
What problems is the product solving and how is that benefiting you?
We're solving the need: for unified communication for internal and external conversations, integrations into trello and zendesk, easy of use for a team with a wide range of skills, and integration into our own products.
We've capitalized on the custom app development they allow which has added to the productivity of our team by allow us to streamline some workflows and pull in third-party information. This area of the product allows it to expand and meet specific organizational needs, assuming you have the developers available.
We've capitalized on the custom app development they allow which has added to the productivity of our team by allow us to streamline some workflows and pull in third-party information. This area of the product allows it to expand and meet specific organizational needs, assuming you have the developers available.
Recommendations to others considering the product:
Zendesk works great when you buy into their whole ecosystem. Their pricing can be a bit higher but the value is really there, so make sure that you have a long-view of support the investment needed. They truly want to build a great product and it shows over time.
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